Feature Summary

Impact to Existing Processes Definitions
  • Large scale: These features have a higher potential impact on users due to their complex designs. Focus your acceptance testing on these features.
  • Small scale: These features have minimal impact on users and typically involve minor changes to fields, validations, or programs.
  • Report: These features have minimal impact on users and include new or modified, Oracle-delivered, ready-to-run reports.
  • None: These features are not delivered enabled. These features will need steps to use. You can choose if and when to enable them.
  • Potential Setup: Features showing Potential Setup in Actions to Enable indicate that there is prerequisite or optional configuration to consider. This may change the feature's impact to your business processes.

Download feature summary table.

Module Feature Impact to Existing Processes Action to Enable
Service Center Automatically Flag Email Bounces or Out of Office Emails for Service Requests None Setup Required
Service Center Custom Smart Actions for Service Contact Page None Visual Builder
Service Center Customizable Columns in the “My Open Service Requests” Dashboard on the Service Home Page None Visual Builder
Service Center Define a Dynamic Link in an Email Notification that Navigates to Either Redwood or Classic UI Based on User Privileges None Setup Required
Service Center Deliver Outbound Service Emails through Microsoft Exchange None Setup Required
Service Center Enhanced Activity Stream Message Filtering None Visual Builder
Service Center Enhanced Service Contact Page Layout Flexibility None Visual Builder
Service Center Global Function for AI Agent Integration in Oracle Fusion Service None Setup Required
Service Center Hide previous responses from the conversation replies in Service Center and Help Desk None Setup Required
Service Center IMPORTANT ANNOUNCEMENT - END OF LIFE NOTICE: Classic Sales and Service Experience in Fusion None Setup Required
Service Center Redwood Smart Picker: Configurable Record Limit None Visual Builder
Service Center Support Scorecards on KPI and Custom Dashboards None Setup Required
Service Center UI Events Framework Support for Service Request Activity Objects: Task and Appointment None Visual Builder
Service Center Unified work order flow using Oracle Fusion Field Service None Setup Required
Service Center Workflow Automation for Case Management None Setup Required
Service Center A single select menu to select Chat and Service Request availability Larger scale None
Service Center APIs to extract AI Agent Usage and Engagement Data Small scale None
Service Center Change the Activity Stream Sort Order on the Service Request Details Page Small scale None
Service Center Convenient Action Buttons for Your Favorite Case Actions Small scale None
Service Center Display Date and Timestamp for the Activity Stream Entries in the Redwood Service Center UI Small scale None
Service Center Enhancements to Service Request Creation Assistant Small scale None
Service Center Natural Language Query support in Service Express Reports Small scale None
Service Center Support AI-related insights in Service Express Reports Report None
Service Request Management Provide Service Center and Help Desk surveys via conversational AI agents Small scale Potential Setup
Service Request Management Rapidly create Service Center and Help Desk surveys Small scale Potential Setup